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What is important in determining client experience?

A large part of identifying satisfaction with services is understanding the drivers or determinants of satisfaction. It is important to reflect our satisfaction enquiries to what users feel is most important. Unfortunately, there is significant variance in the drivers of service quality and limited agreement on what are the key dimensions of satisfaction, to keep things simple, generalist determiners have been used to articulate what is most important to people at each point in the continuum.

Assurance / Security – people using your service do not feel at risk, either to their person or to their lifestyle or emotional wellbeing by being with the service provider.

Access - As well as physical access, this also eludes to the approachability and ease with which contact is made and continued.

Communication - Maintaining communication with people in a way that is easy and accessible for them to engage with.

Competence - The people in the service have the skills required to supply the services.

Credibility - Is the service and the people trustworthy – do they do what they say they will do?

Empathy – people using the service have a feeling of being known and their needs understood by the service provider.

Reliability - Dependability and consistency of service and approach.

Respect - This included general courtesy measures and feelings of value the person experiences, along with personal attention or person centred approaches.

Responsiveness - The willingness of the people in a service to provide service. This also includes timeliness and convenience of service delivery.

Tangibles - There is some evidence of services being delivered to the person.

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